Healthcare Organization Captures $2 Million in Savings with FlexTG
Highlights of this project:
Right-sized devices for
optimal efficiency while
reducing IT help desk workload
$2.5 million – $4 million in
hard cost savings
(over five years)
Reduced HIPAA violation exposure of printed materials with
updated security protocols
This Health Systems Print Challenge:
The client is a large healthcare system that offers medical expertise across parts of the Northeast in almost every area of healthcare. From community hospitals to clinics to individual healthcare services, this highly integrated, cohesive healthcare system employs more than 13,000 physicians, nurses, and staff members. It is no surprise that managing a print environment for a healthcare system across such a large infrastructure network is a complex task.
Before selecting FlexTG to manage the organization’s thousands of print assets, the healthcare system:
- Had an inventory of more than 5,000 devices
- 181 different equipment models
- Expensive copiers in various departments used to print as few as 40 pages per month.
- Multiple vendors and leases
- Processed more than 50 invoices each month to pay for these devices
Working with dozens of different vendors and numerous leases made it almost impossible to capture the overall spend related to the equipment within the existing print ecosystem.
The burden of ordering supplies was involuntarily left to the medical staff, who had little or no experience in ordering things like toner or other supplies the devices needed. Not only did it take time away from seeing patients, but it was also inefficient from a cost perspective due to the waste incurred from inaccurate orders.
“The current process of getting supplies is time-consuming and confusing; oftentimes we order the wrong toner — if we can figure it out at all.”
Security, too, was a major concern. The lack of security services for ongoing monitoring, updating, and protecting every print asset in the network opened the opportunity to inaccurately process patient health information or potential breaches of sensitive patient data.
With the volume and complexity of healthcare communications as the system continued to grow, the management team at this major healthcare system knew it was time to address inefficiencies by securing outside professional support to identify untapped ways to reduce costs.
Assessing the Current State
FlexTG was invited to do an analysis of the print operation and work with the healthcare system’s teams to conduct an extensive, unbiased audit of its large-scale print infrastructure to create a subsequent strategic plan.
The audit process included a thorough assessment of all current workflows to determine the viability of scaling the infrastructure from top to bottom and to uncover areas of waste and other important data points, such as usage, number of devices, monthly lease payments, and true cost per page.
What they found was eye-opening.
Overall, it appeared that 10% of the healthcare systems’ total fleet was printing fewer than 100 pages per month. Most, if not all, multifunction devices were too large and sophisticated based on volumes and workflows, and there was equipment throughout the facilities that was simply broken or not operational. There were many different service support technicians being called on as needed, with varying average response times. It was obvious that not only was all the service support currently operating reactively, but also that the current service provider was not living up to its service level agreements. Additionally, the organization’s IT help desks
were overrun with print-related tickets, diverting staff from core IT tasks. There was currently no centralized reporting, data, or metrics at the site or enterprise level for the entire fleet.
With a thorough audit as a foundation, FlexTG began to devise a scalable solution that would make it possible to track, maintain, and service every aspect of print and document activity, no matter the equipment brand, across the enterprise and discover hidden — and unhidden — cost savings.
Changing Current Processes for the Better
Of the 5,000 devices, 1,000 of them were leased. However, 4,000 devices were cash purchases made over the years, which is why they were all different manufacturers and models. Having to manage so many different vendors involved a lot of work, negotiation, and, most often, a higher price point paid for a lesser deliverable. FlexTG is one of the only managed print service providers that allows an organization to keep multiple manufacturers’ equipment and still provide services and support on every single device, whether it’s a printer, a label printer, or a multifunction device.
One of the first things the FlexTG team did after the audit was to bring every print asset within the healthcare system, no matter the location, into clear view through one single platform that was fully integrated with the organization’s IT system.
End-to-end visibility into the print operations was provided using a customizable portal that enabled tracking and
reporting in real time, along with metrics and a view of service-related issues.
By identifying which devices were owned versus leased and closely examining the lease structures and service
agreements, the FlexTG team was able to solve the lack of visibility and adequate control over multiple devices,
vendors, contracts, and invoices. A platform was established that streamlined all assets into one contract and one invoice, making it possible for the healthcare system to substantially reduce the amount of paperwork to process, reaping significant cost savings.
To manage when maintenance and supplies were needed, FlexTG introduced its predictive analytics software that
identifies patterns and trends to predict future events. Drawing on multiple data points and usage patterns, this data-driven approach anticipates when print assets need maintenance or supplies are required. For example, predictive technology can trigger an alert about toner replacements, whether they are a third-party or an OEM piece of equipment, which reduces unplanned service events and help desk calls.
The need for a stronger security focus was also addressed with a cybersecurity risk assessment and gap analysis that provided a print security baseline audit, assessing against several frameworks including ISO27001, PCI-DSS,
NIST, ASD, Essential 8, HIPAA, GDRP, CIS, and more. FlexTG included managing critical updates and providing
IT vulnerability reporting.
Results: A Healthy Expense Reduction
Overall, the healthcare provider reports it has experienced significant benefits from its decision to partner with FlexTG and implement a managed print services environment. Streamlining and automating the printing and document workflow into one platform provides real-time visibility, critical insights into the print ecosystem and the controls that are needed to drive real results.
FlexTG’s platform removed all print-related calls from the healthcare provider’s ticketing system and, instead, redirects them to FlexTG-trained technicians who handle maintenance issues from start to finish. As for supplies, a fully automated toner ordering system was also implemented that ensures 100% accuracy and relieves the burden on clinical staff.
FlexTG’s security experts fortified the healthcare provider’s network with security solutions that provide ongoing
monitoring and the updating and protection of every print asset in the network. Security protocols implemented
included sophisticated software that makes it possible for staff to swipe their badge in any location to print and retrieve sensitive documents.
The consolidation of redundant equipment, the right sizing of current equipment, and the identification of 200 devices (8% of the fleet) printing zero pages per month also resulted in immediate savings, with reduced downtime, and a higher level of productivity. Removing the burden from IT puts a focus on identifying more efficient practices for internal staff to provide great patient care.
The bottom line is that having a single partner who supports the entire enterprise with a true understanding of how each department interacts and shares information internally and with patients resulted in a five-year forecast of $2.5 million to $4 million in hard cost savings. Savings like these, and a true partnership to make it happen, is an easy pill to swallow, which is the best medicine of all.
Looking to improve HIPAA compliancy and uptime while saving big?
Contact us today to learn more about how FlexTG can partner with
your healthcare organization.
